Lead Insurance Operations- Pune / Gurgaon - GO/JC/4888/2026

Golden Opportunities; Pune District; On-site; INR 2,500,000 - 3,600,000; Full time

Job summary

Golden Opportunities in Pune and Gurgaon seeks a Lead and Manager – Insurance Operations to steer end-to-end operations for PL, CL and EB. The role oversees 80+ FTEs across multiple leadership layers and drives strategic initiatives for productivity and client service.

Location flexibility: candidate located anywhere in India; work from office in Pune/Gurgaon. You will partner with global clients, ensure regulatory compliance, and guide transitions, automation and governance meetings while

Qualifications

• 10+ years in Insurance Ops / BPO / KPO sectors.
• Minimum 5 years of documented people management.
• Experience leading 80+ FTEs across layers.
• Strong knowledge of Personal Lines, Commercial Lines and Employee Benefits operations.
• Experience in large-scale transitions and process re-engineering.
• Familiarity with US regulatory requirements and ACORD forms.
• Proven client stakeholder management and executive communication.
• Proven track record of productivity, quality and cost optimization.

Responsibilities

• Lead end-to-end Insurance Operations across PL, CL, and EB, ensuring efficiency and client service.
• Manage a span of 80+ FTEs through multiple leadership layers (Team Managers, Team Leaders, SMEs, Associates).
• Drive strategic planning, workforce management, capacity planning and productivity improvements.
• Manage client relationships and act as primary escalation point for service delivery and governance.
• Lead process transitions, client migrations, transformation programs, automation, and standardization projects.
• Ensure SLAs, KPIs, quality standards, compliance and regulatory guidelines are met.
• Provide leadership in performance management, succession planning and employee engagement.
• Collaborate with senior stakeholders, carriers, brokers, and business leaders to drive improvements.
• Monitor dashboards, financial performance, profitability, budgeting and forecasting.
• Implement Lean, Six Sigma, automation and best practices; lead governance meetings and audits.
• Drive organizational change management and a high-performance culture.

Skills

Insurance Operations

People Management

FTE Management

Client Stakeholder Mgmt

Regulatory Compliance (US)

Leadership & Coaching

Process Improvement

Workflow Planning

Strategic Planning

Operational Governance

Job description

Job Title: Lead and Manager – Insurance Operations
Job Location: Pune and Gurgaon
Work Model: Work from Office
Candidate Location: Anywhere in India
Skills: Insurance Operations
Candidate Industry: BPO / KPO
Education: Any Graduate
Experience: 16+ years of overall experience, with a minimum of 5 years of people management experience

Job Responsibilities

• Lead end-to-end Insurance Operations across Personal Lines (PL), Commercial Lines (CL), and Employee Benefits (EB), ensuring operational efficiency, financial performance, and client service excellence.
• Manage a span of control of 80+ FTEs through multiple layers of leadership, including Team Managers, Team Leaders, SMEs, and Associates.
• Drive strategic planning, workforce management, capacity planning, productivity improvement, and operational excellence initiatives.
• Manage client relationships and serve as the primary escalation point for service delivery, governance reviews, risk mitigation, and business continuity.
• Lead process transitions, client migrations, transformation programs, automation initiatives, and global standardization projects.
• Ensure adherence to SLAs, KPIs, quality standards, compliance requirements, regulatory guidelines, and customer satisfaction targets.
• Provide leadership in performance management, succession planning, coaching, talent development, and employee engagement.
• Collaborate with senior stakeholders, carriers, brokers, and business leaders to drive process improvements and achieve strategic business objectives.
• Monitor operational dashboards, financial performance, profitability, resource utilization, budgeting, and forecasting.
• Implement continuous improvement initiatives using Lean, Six Sigma, automation, and industry best practices.
• Lead governance meetings, client business reviews, audits, compliance reviews, and executive reporting.
• Drive organizational change management, employee retention, and high-performance culture initiatives.

Must-Have Skills

• 10+ years of overall experience in Insurance Operations, Insurance Broking, Shared Services, BPO, KPO, or Business Process Management environments.
• Minimum 5 years of documented people management experience in Team Manager, Operations Manager, Senior Operations Manager, or Service Delivery Management roles.
• Proven experience managing 80+ FTEs through multiple layers of leadership.
• Strong expertise in Personal Lines (PL), Commercial Lines (CL), and/or Employee Benefits (EB) insurance operations.
• Experience in large-scale transitions, client migrations, business transformation, and process re‑engineering.
• Strong understanding of US insurance regulatory requirements, policy lifecycle management, ACORD forms, compliance frameworks, and operational governance.
• Demonstrated experience in client stakeholder management, executive communications, and business reviews with global clients.
• Proven track record of improving productivity, quality, operational efficiency, and cost optimization.
• Strong skills in workforce planning, capacity management, resource utilization, and performance monitoring.
• Excellent leadership, communication, stakeholder management, and problem-solving skills.